WOW! Internet - Cable - Phone

Complaint: ***
I am rejecting this response because: I was told by the technician who completed my install the original agreement would be changed because of the equipment change after the installHe stated the price would go downI was told by a WOW representative after I received my first bill and called in that my monthly rate would be $per month for months.I was told by another WOW representative (*** ID #***) on 10/28/at 1:10pm EST that my monthly rate is $per month for the first months. I expect this rate since these were all verbal contracts.
Sincerely,
*** ***

No payment was made for the bill printed in October. This means the November bill was printed for both months and a late fee. There has been no change in billing for services

We have made multiple attempts to reach this customer by phone, but there is no answer or have been told it is the wrong number

There is no longer any write off balance on this account, equipment and remaining outstanding service balance have already been resolved. Credit bureaus should reflect settled status when next reports published

Our Regional Advocate and the Field Management Team are working to resolve this issue with the consumer

Initial Business Response /* (1000, 10, 2015/08/19) */
Contacted customer and reached mutual resolution to this issueClient has been provided with contact information for WOW! Executive Response Team if there are any other questions or concerns regarding this matter

Initial Business Response /* (1000, 5, 2015/08/07) */
A technician went to the customers home on 8/3/and corrected the wiringI spoke to the customer today and all services are working correctlyI applied a $credit for the problems and the customer accepted this resolution
Initial
Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was just going to pay my bill for that month even though I was not happy, I went to pay it online like I normally do and noticed the balance was $0, I then contacted them as I was a bit confused and as I was I got a call from Wow and the phone operator said they were taking care of my bill for the monthSo yes I was happy since I didn't feel I got the service that month they wanted me to pay forThey did right by me, I hope what ever problems they are having they get resolvedI have not had to contact them any further after this incident so I am hopping fro the best

I am not happy with the response, especially finding out some of the news that I have currently found outWhen I called to change my service to my new address, I was told that wow did not have the ability to service my areaNow I have found out that wow is currently in my neighborhood, however no one from wow took the time to verify whether or not my house could be servicedIronically their competitor also said there was not Internet in my area, but then realized they can send someone out to verifyThey found out that they could easily connect service to my house, hence why I went to a competitor and did not stick with wowIf well had it done a little more research and also realized that there was service in houses in my neighborhood, maybe this would have ended differentlyMaybe they could've sent someone out to verify whether or not my house could have a cable ran to itAll I got was a week cannot service your area so we will have to cancel your serviceSo again this is a complete lapse in judgment and miss management by while as a companyAt this pointthey are more worried about their pocketbooks, than doing the right thing for consumers

Complaint: ***
I am rejecting this response
because: 1. I never received a 'reaching out' (other than having a technician sent out to verify nothing in my home could contribute to the proglem).Had this company 'reached out to me,' I would have indicated to them that I am still getting 'INTERMITTENT/RANDOM' disruption in service AND, I would have e-mailed them the screen shots to prove it
Sincerely,
*** ** ***

*** ***

The early termination fee has been waived after a review of validity. The balance for this charge has been removed as of 9/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Our policy for closing accounts can be completed via over the phone with our consumer care representativesThe customer is unable to close the account via emailThe consumer has a balance of $at this timeThe consumer has a late fee waived

We have put this resident in contact with our local management team to work towards a resolution for this issueAs this pertains towards a construction matter, it may take time for the issue to be completely resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
After talking with sales manager have been authorized full months of bills at which time I will start paying the increased rate! If this is not true then I do not accept the offer!
Sincerely,
*** ***

We would be happy to work with this customer on bill but we have been unsuccessful in reaching the customerWe have left voicemails with our contact information attachedWe will need to have contact with the customer before proceeding further.Tell us why here

Complaint: ***
I
am rejecting this response because:
I was told specifically by a Wow! employee that the account was closed and to disregard any further billsWe received two bills after that phone call in which I have a confirmation number to go along with thatThe system was returned therefore I shouldn't be receiving any billsAlso a Wow! supervisor specifically told me she would call me back and she DID NOTVery unprofessionalIt's not my fault one of your employees told me to disregard any further bills in which she also said everything was taken care of

The equipment has been credited and a refund check should arrive shortly for the remaining creditThank you for notifying us of this issue so we could work with you to get this resolved

We have spoken with the customer and have explained the billing and the rateWe have made adjustments for the month that he was overchargedIn addition, we will be researching the phone calls into our customer service and will handle appropriately